Customer Experience Team Lead

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee and guide the daily operations of the N1 support team, fostering continuous development, high performance, and adherence to Asaas standards.

• Evaluate operational and quality metrics in Zendesk to uncover the root causes of failures and bottlenecks.

• Implement the R3G results-governance cycle as part of the weekly management routine for the cell.

• Conduct structured root-cause analysis for deviations and lead action plans with designated owners, deadlines, targets, and thorough follow-up.

• Analyze contact patterns and identify opportunities for containment, transferring repetitive transactional tasks to the partner area.

• Ensure that deviations are addressed in a closed-loop manner, monitoring the outcomes of decisions and actions taken.

• Review customer interactions through Zendesk to calibrate processes and behaviors, enhancing quality standards.

• Develop objective action plans with assigned owners, deadlines, and targets for identified operational deviations.

• Collaborate closely with CX and Product teams.

• Assist operations in the resolution and escalation of complex cases, encouraging analyst autonomy.

⛳️ Requirements

• Prior experience leading Customer Support or Customer Experience teams in fast-paced, high-volume, and scalable environments.

• Skilled in routinely reading and analyzing customer service and operational metrics (CSAT, AHT, etc.).

• Strong analytical skills to investigate the root causes of issues.

• Familiarity with management methodologies applied to governance routines, including root-cause analysis (e.g., 5 Whys, Ishikawa) and action-plan management (e.g., PDCA, 5W2H).

• Proficient in data-driven communication and strong cross-functional collaboration, with the capability to serve as a strategic bridge to partner teams by translating operational deviations and friction points into objective, structured, and well-supported requests.

• Completion of or current pursuit of technical or undergraduate education in a relevant field is an advantage.

• Additional courses or training in Leadership, People Management, and CX Metrics are beneficial.

• Experience with payment methods/FinTechs and/or Zendesk is a plus.

• Experience in leading indicator governance using a structured methodology (COPC, R3G, or equivalent) is advantageous.

• Eight-hour workday, Monday to Friday.

• CLT employment contract.

🏝️ Benefits

• Comprehensive medical and dental insurance with no copay.

• Life insurance coverage.

• Medication purchase allowance.

• Fitness allowance.

• Four complimentary therapy or nutritionist sessions per month.

• Quick massage services available at headquarters.

• Flexible food allowance via a Visa card.

• Complimentary meals at headquarters.

• Childcare allowance.

• Parental support program.

• Extended maternity and paternity leave.

• Access to an in-house training platform.

• Education allowance covering 70% of undergraduate and language course tuition.

• Budget for purchasing courses and books.

• Home office allowance.

• Provision of work equipment.

• Furniture allowance.

• Partnership with WOBA for access to coworking spaces throughout Brazil.

• Day off during the birthday month.

• Happy hour allowance.

• Referral bonus for new hires.

• Bonus based on annual performance targets.

• Stock option plan.

• No dress code policy.